Complaints Procedure

1.1 SimpleCRM is a digital service (SaaS) provided exclusively to businesses (B2B). Complaints may be made about defects of the Service — in particular significant unavailability under Section 8.1 of the Terms and Conditions, loss of data caused by the Provider's fault, or long-term non-functionality of an essential feature of the Service.

1.2 A defect does not include an outage that does not amount to significant unavailability under Section 8.1 of the Terms and Conditions, planned outages announced at least 48 hours in advance, or unavailability caused on the User's side (internet connection, unsuitable device) or by force majeure.

2.1 The Provider does not supply any physical goods. The subject of the sale is exclusively access to a digital service — therefore the provisions on the return of physical goods do not apply and the User does not physically return anything.

2.2 Refunds for a Service already paid for are governed by Section 4 of this Complaints Procedure; termination (cancellation) of the Service is governed by Section 5.

3.1 The User makes a complaint in writing by e-mail to podpora@simplecrm.cz. In the complaint, state:

1. identification of the User (company name, Company ID (IČO), e-mail of the account administrator),
2. a description of the defect and how it manifests (when it occurred, which features it concerns),
3. what you are seeking by the complaint (repair, price reduction, withdrawal from the Contract).

3.2 We confirm receipt of the complaint by e-mail without undue delay. We settle the complaint within 30 days of its receipt at the latest; we inform the User of the outcome by e-mail.

3.3 Rights arising from defective performance: removal of the defect (repair), a reasonable price reduction, or — in the event of a material breach of the Contract — withdrawal from the Contract.

4.1 If the complaint is justified and the User becomes entitled to a price reduction or a refund of the payment (e.g. upon withdrawal from the Contract), the Provider refunds the relevant amount within 14 days of the complaint being settled.

4.2 We refund money by the same method by which the payment was made — as a rule to the payment card or bank account via the Comgate payment gateway; we refund a payment made by bank transfer to the account from which it was received. We inform the User of the completed refund by e-mail, including a corrective document (credit note).

5.1 The User may terminate the Service at any time and without giving a reason by canceling the account in the administration (Settings → Subscription). The termination takes effect at the end of the current paid Billing Period; until then, the Service remains fully available.

5.2 Automatic renewal of the subscription (recurring payments) can be canceled at any time in the account administration or by e-mail to podpora@simplecrm.cz — for details, see Subscription and Payments.

5.3 The trial period (30 days free of charge) does not require a payment card and does not need to be canceled — no payment is charged after it expires.

Complaints or questions concerning the actual course of a payment by card or by transfer are handled by the operator of the payment gateway:

Always direct complaints about the SimpleCRM Service itself (Section 3) to the Provider, not to Comgate.

7.1 This Complaints Procedure forms part of the contractual documentation together with the Terms and Conditions and the Delivery and Payment Terms. In the event of a conflict, the Terms and Conditions prevail.

7.2 This Complaints Procedure takes effect on 6 June 2026.